Advisor Customer Experience Sales

Royal Caribbean Group; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

Royal Caribbean Group is seeking an Advisor, Customer Experience Sales for its inbound contact center. The role focuses on finalizing sales on a single call while delivering exceptional service to guests from first contact through post-sail support.

Ideal candidates have prior sales experience, strong communication, and the ability to work toward defined sales and customer satisfaction targets, with adherence to brand standards.

Qualifications

• Previous sales experience.
• 1 year of phone sales experience preferred.
• Ability to use qualifying questions to navigate the sales process.
• Apply effective sales techniques to address guest concerns and secure the sale on one call.
• Build relationships and understand what motivates guests to buy.

Responsibilities

• Evaluate guest needs and suggest products that fit, create accurate reservations.
• Service existing reservations per guest requests and business rules.
• Provide one-call resolution on inquiries.
• Collaborate with other departments to finalize guest information and reservations.
• Maintain brand standards in guest interactions and inquiries.
• Capture accurate information and payments during interactions.
• Meet or exceed weekly and monthly sales goals.

Skills

Previous sales experience

Phone sales

Sales techniques

Communication skills

Relationship building

Integrity

Tools

Computer knowledge

Job description

Job Description:

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s CO Inbound Sales Team has an exciting career opportunity for a full time Advisor, Customer Experience Sales.

Position Summary

This position is part of a direct consumer outreach sales organization, where the sales agent is the first point of contact for guest calling into our contact center. Agent is responsible for utilizing sales techniques to finalize sales on one call. Position is also responsible for servicing the direct guests as well as, exceeding their expectations during each call. This position strictly handles inbound calls, including up until the time the guest sails. Agent will be accountable for strategic revenue, conversion, operational and customer service target month to month.

Essential Duties and Responsibilities

• Effectively evaluate guest needs and identify products that best fit the guests needs; providing sales recommendations for our products on all Sales calls and correctly creating accurate reservations
• Servicing existing reservations according to guest requests and in accordance with existing business rules
• Providing one call resolution on all calls
• Responsible for working with other departments to assist guest in securing accurate information and finalizing their reservation
• Applying customer service standards in all guest interactions as defined by the business
• Responsible for correctly capturing pertinent information and payments during all interactions with guests
• Responsible for maintaining brand standards when handling guest inquiries
• Responsible for ensuring guest inquiries are consistently handled in an efficient manner within set call handling times.
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
• Must meet or exceed weekly and monthly sales goals. Responsible for delivery of sales conversion rates according to communicated goals

Qualifications, Knowledge and Skills

• Previous sales experience
• Prefer at least 1 year of phone sales experience
• Ability to use sound judgment and qualifying questions to effectively maneuver through the sales booking process.
• Apply effective sales technique to address all guest concerns and secure the sale on one call.
• Must consistently demonstrate effectiveness in building relationships and discovering what motivates the guest to buy.
• Ability to relate to guests and respond to the guests concerns and desires.
• Ability to bridge across the sales process by using key sales techniques.
• Ability to use clear, professional and precise communication with the guests about all details of their vacation according to brand standards.
• Ability to display the highest degree of personal integrity and take responsibility for personal and professional growth.
• Must adhere to assigned schedule and all applicable CVP objectives and goals.
• Computer knowledge and skills required.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.